2024/25 Tenant Satisfaction Measures
The table below details our return for 2024/25. We have also published our performance from 2023/24, so you can compare our results. When a sector average is available, this will be published.
You can read our Statement of Approach which outlines how Acuity conducted our perception surveys including a copy of the questionnaire used.
Repairs
| Tenant Satisfaction Measures | 2024/25 data | 2023/24 data | Sector average |
| RP01 Proportion of homes that do not meet the Decent Homes Standard. | 15.9% | 7.8% | TBC |
| RPO2 (1) Proportion of non-emergency responsive repairs completed within the landlord's target timescale. | 46.5% | 48.3% | TBC |
| RP02 (2) Proportion of emergency responsive repairs completed within the landlord's target timescale. | 72.1% | 49.7% | TBC |
| TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 65.2% | 61% | TBC |
| TP03 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 52.7% | 67.2% | TBC |
| TP04 Proportion of respondents who report that they are satisfied that their home is well maintained. | 66.9% | 68.3% | TBC |
Building Safety
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector average |
| BS01 Proportion of homes for which all required gas safety checks have been carried out. | 99.6% | 99.5% | TBC |
| BS02 Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% | TBC |
| BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% | TBC |
| BS04 Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% | TBC |
| TP05 Proportion of respondents who report that they are satisfied that their home is safe. | 76.9% | 77% | TBC |
Customer Service
| Tenant Satisfaction Measures | 2024/25 data | 2023/24 data | Sector average |
| CH01 (1) Number of stage one complaints received per 1,000 homes. | 77.2 | 92.2 | TBC |
| CH01 (2) Number of stage two complaints received per 1,000 homes. | 10.6 | 12.4 | TBC |
| CH02 (1) Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 56.3% | 13.5% | TBC |
| CH02 (2) Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. | 88.9% | 35.7% | TBC |
| TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 34.8% | 26% | TBC |
| TP06 Proportion of respondents who report that they are satisfied that their landlord listens to views and acts upon them | 54.7% | 51% | TBC |
| TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter most to them. | 68.4% | 65% | TBC |
| TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 73.8% | 69% | TBC |
Neighbourhoods
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector average |
| NM01 Number of anti-social behaviour cases opened per 1,000 homes. | 41.8 | 35.9 | TBC |
| NM02 Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 1.7 | 1.7 | TBC |
| TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clear and well maintained. | 68.2% | 72% | TBC |
| TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 55.7% | 59% | TBC |
| TP12 Proportion of respondents who report that they are satisfied with the landlord's approach to handling anti-social behaviour. | 56.8% | 59% | TBC |
Overall satisfaction
| Tenant Satisfaction Measure | 2024/25 data | 2023/24 data | Sector average |
| TP01 Proportion of respondents who report that they are satisfied with the overall service from their landlord | 66% | 64% | TBC |
What next?
We want to make sure that we are continuing to deliver the best services possible for our Tenants. We will be reviewing our TSM targets with our Tenant Board, to ensure that they hold us accountable for our performance and that we continue to improve in the areas where we need too.
We have set up a new performance report which will be going to our Senior Leadership Team, our Tenant Board, and Cabinet each quarter. This gives them an overview of what is going well and where things need to improve. This will also be shared with our Overview and Scrutiny Committee twice a year.
We know the percentage of our homes that don't meet the Decent Homes Standard has increased from last year. Over the last 12 months, we have carried out a stock condition report on all our properties and now have a true picture of what work is required on our stock. Our Asset Management Strategy, and Asset Investment Programme, is being developed and will include planning on how we are going to improve our homes, mitigating any risks.
In July, we will be launching our new Job Management System, TotalMobile Connect. This will provide our tenants a better service when reporting their repair and we hope to see our performance improve around response rates over the next year.